Customer Operations Manager
Core
Lead a critical customer-facing portfolio spanning service delivery, operational performance, compliance, and continuous improvement for regional WA communities.
Role type
Senior IC Customer Operations Manager
Builds
Customer contact, billing, debt management, vulnerable customer support, quality assurance, and knowledge management services.
Domain
Energy utility / Regulated public services
Required skills
People leadership, stakeholder influence, operational governance, vendor management, compliance management, complex issue resolution, analytical problem-solving
Preferred skills
Billing and payments experience, collections experience, hardship program management, vulnerable customer support experience, customer operations governance experience
Technologies
N/A
Responsibilities
Lead diverse customer operations portfolio including contact, billing, debt management, and vulnerable customer support; Manage key service delivery partners and outsourced providers; Drive operational performance through governance, reporting, and continuous improvement; Provide leadership for complex customer issues, complaints, and escalations; Build capability across the team through coaching and training.
Seniority
Senior, hands-on IC
